After yesterdayÂ’s fiasco with the dealership, I brought Janine back to them to fix the door. My wife decided to come with to help keep me in check. She has seen me blow up in the past and thought maybe I might need the extra voice of reason today. My wife is smart.

As we pull in Ktreva spots the salesman that sold us Janine and her van. He comes over to say hello and to see how things are going. The first words out of my mouth are, “Andrew, I’m having issue with your service department, AGAIN.” He asks me to wait and he runs to get the Operations Director, Tim. Tim introduces himself and asks how I can help him.

Tim learned a valuable lesson today. Do start a conversation with an open-ended question to a customer you have been warned that is extremely unhappy. You could see the flood of information wash over him. He was swept away in the torrent of displeasure. After I finished my 10-minute dissertation that ended with the statement, “I love your sales department, Andrew is the best. But I will never buy another vehicle from this dealership because of the service department. I’ve contacted General Motors to find the next closest dealership that does warranty work, after my truck is correctly finished I will NOT step foot into this dealership again. I’m also making sure that everyone I meet knows about the problems I’ve had.”

My voice never reached the level of yelling. It didn’t need to. Being a re-enactor, I’ve learned to speak from my diaphragm so that my voice projects clearly. Everyone in that service area knew exactly what had happened and how displeased I was. Other customers were looking at my out of the corner of their eyes. Tim says to me, “Let me look into everything and give us a second chance to make everything right.” Much to his shock my response was, “This was your second chance.”

He walked over to Janine to check out the door. When he walked over to the door, he immediately noticed that it wasnÂ’t sitting properly when closed. It wasnÂ’t lining up with the rear door/front quarter panel. Plus when he opened it, it creaked again! He called over the Service Advisor, Joe, to look at it and he pointed out the problem. This actually gives me some hope that they will fix it correctly this time. IÂ’m not going to hold my breath though.

When I called yesterday, I was told they would have a rental car waiting for me when I arrived. Since I went on my lunch break, and my wife was with me, we had a limited time to get in and out. Well to make matters worse for Tim, the enterprise rental people had left and there was no car waiting for me. They called and paged the guy for 30 minutes and he still hadnÂ’t shown up. My wife was late back from lunch, so she called her supervisor to warn her. IÂ’m salary so if I take a longer lunch, thatÂ’s okay. Finally, they asked if they could just drive us to work and have Enterprise drop off a vehicle. Since Ktreva was late, I said yes.

After getting to work, I have a call from the Enterprise rent-a-car agent. They are going to pick me up after work and get me the vehicle. All I know is that IÂ’m getting a GM product. It had better not be a Chevy Aveo.

Posted by: Contagion at 04:21 PM | Comments (4) | Add Comment
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1 Too bad for that Tim guy. But I hope they fix it this time, for their sake more than yours!

Posted by: oddybobo at November 16, 2005 05:09 PM (6Gm0j)

2 Why not the Aveo? It's such a cute little car... it'd match your cute little personality!

You aren't the first one I've heard complain about Bachrodt, and it's usually the same complaints. Salespeople will hang off of trees eating 'nanners, to make a customer happy, but service just doesn't give a rip.

I'd give you some recommendations if I could...

Posted by: That 1 Guy at November 17, 2005 08:43 AM (35luU)

3 Heh - got stuck on the first post and now I read this one and see you are doing pretty much what I was thinking you should do. *grin*

I do hope they get your door fixed right this time - but if not - don't leave it! Take it directly to another dealership and get it fixed there. So... what kind of car did you get?

Posted by: Teresa at November 17, 2005 10:00 PM (FZwDL)

4 Welcome to my world.

I would never ever walk back into that dealership again.

And make sure you tell the next dealer you go to why your there and your experiences with the previous dealer, they won't make the same mistakes that will be for sure.

Posted by: Machelle at November 18, 2005 12:47 PM (ZAyoW)

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UPDATE 05/18/06: Since the time of the below written post I have had to take my vehicles back for other repairs. Things have improved, and I no longer have the same issues with this company. See the updated review here.

Orriginal Post:

For those of you that have been around a while, you all know how much I love my truck. When I first bought Janine, I shared with you part of the story as to how I was able to swing the cost of this truck. It all had to do with the Lou Bachrodt Chevy dealership in Rockford Illinois. Their service department sucks in ways most foul. In March of 2004, my wife was involved in an accident. The Chevy Venture we had just bought 7 months earlier looked like it was totaled. BTW, if you are curious as to what a Chevy Venture will do to a Ford Focus, letÂ’s just say that the focus loses with injuries and the Venture my wife walked away from with out a mark. The accident was an off-centered head on.

This incident started the whole ordeal with the service department. The fixed it, we were able to pick it up in late May. When we went to get it, there were problems so we left it for them to correct. They did and a couple of days later we were happy to have our van back. After a couple of days, the ABS lights started coming on. We took it back, they said there was a problem with the assembly and replaced it. We were fine for a couple of weeks when the front wheel started making a funny knocking sound that you could feel through the floor board. We took it back they said one of the supports was bad and they replaced it. A couple of weeks later the brakes are grinding. We take it back. They say the pads and rotors are bad and need replacing. Fine, this was on one of the font wheels that needed replacing in the accident I thought. I pay for new rotors and pads. A month later, the brakes are grinding again. I take it back, and AGAIN they say the pads are bad. Every time we took it back between April and August, they would bill additional to our insurance. Why? They where the ones that didnÂ’t do it right the first time. When our insurance stopped paying, they tried to bill us. That was when I got involved with the billing process. Fortunately, my insuranceÂ’s legal department became involved and resolved the issue.

After explaining that they where just replaced, they said sometimes that happens and replaced them for free. A couple of months later the van starts making a funny knocking sound from the front passenger side. We take the van in and drop it off early in the morning. I call them to see what is going on around 1:30PM and they ask me when IÂ’m dropping it off. To say I was a bit annoyed that they lost my vehicle would be an understatement. They find it and say they canÂ’t get it to make the sound when I go back that evening.

A couple of days later the sound is worse. I make an appointment and drop it off. By 9 AM, they call me to say they can’t hear the noise, can I come and see if I can get it to make it. I leave work to go show them how to check for a noise. Upon arrival, I am greeted by my service adviser and a technician. We climb into the van and go for a drive. We aren’t out of the parking lot when I hear the noise, I turn to the tech and say, and “You do hear that right?” He apologizes for bringing me down; he doesn’t know how he missed it. Later that day I’m told the front passenger brake assembly is bad and needed replacing… Wait, wasn’t that just replaced a couple of months earlier? As well with new rotors and pads? YES IT WAS! But they did it for free… So I was okay. It was this time that I noticed they where having a sale on trucks. This got me to thinking that maybe it was time for me to get a new vehicle.

We get the van home and youÂ’ll never guess what. The same noise is there! We call the dealership and tell them we will be dropping the vehicle off on Friday. IÂ’ve finally hit that more then slightly annoyed stage. When I called, I told them that I would be dropping the vehicle off BEFORE 7 AM, as I had to be to work by 7AM. I was told by the same service advisor I had used the three previous visits, Gus Santa Olalla, that he would take care of it. When I dropped off the van, I saw all the trucks there and decided I was going to buy one that day when I picked up the van. When I got to work, I called the sales guy I liked and told him I wanted to buy a vehicle, and set up an appointment with him.

When I hadn’t heard from Gus by 2:00 PM I thought I should call to see what was going on. When I called, he said he was waiting for me to drop off the vehicle. Now I finally lost control of my anger. I explained that I had again dropped it off early that morning. When Ktreva and I had gotten there at 4:00 they had the van in the service bay, and you could tell it had not been looked at. When I went to address my concerns, with my loosely composed self, Gus seemed not to care. He was busy focusing on other issues and customers paper work and just nodding. He didn’t even look at me while I was talking. Finally, I said to him, “Do you just not care about my concerns?” He became defensive, saying he was paying attention and tried to paraphrase what I had said. At this point, I didn’t care; it was the straw that broke the camels back. I told him that I did NOT want his people working on my vehicle anymore and that I will take it somewhere else. I collected the keys and walked into the showroom to tell my sales guy that I no longer was interested in buying a vehicle from his company.

When I tell him why, he asks me to hold on and talk to the GM. That is exactly what I did. After explaining everything the GM said he was sorry, he didnÂ’t want to loose me as a customer and let him look into it while I look at the trucks. He said he would make me a good deal, and he did. ItÂ’s amazing how much anger a $12,000 discount cures. Now I didnÂ’t put this in my original tale, but the day I bought it they told me I could take it home that night. I had told them I did not want their service department touching my truck. After the paperwork was done and I was waiting with the GM, a VP and the Financing Manager the Service manager comes in and tells me he canÂ’t let me have it that night. Since it was April 1st, everyone thought he was joking.

Nope while washing the truck, one of his guys slipped and broke the driver side mirror off. It was going to take at least three days to order the part. The GM said he would take a mirror off another truck and put it on mine. (I have the fancy electric expand/retract mirrors for towing) I would be able to pick it up the next day by noon. True to their word, they called me at 10:30 and the truck was ready. They had called in some mechanics on their day off to fix it.

That was seven months ago. Why am I telling you this now? Well the dealership is up to old tricks. I took my truck in because the door wouldnÂ’t open/close properly. They told me it was a simple fix; it probably was just the striker. I told them I didnÂ’t think so, but they insisted. I left Janine with them this morning. When I went to pick her up at 3:30, I was apprehensive. They called and told me it was just the striker that needed adjusting. Fine, but I didnÂ’t think that was going to do it. When I get there, sure enough the door opened and closed just fine. I thought maybe they fixed it, so after initially refusing to sign for it until I had a chance to inspect the vehicle; I went back and signed the paperwork. It didnÂ’t cost me a dime.

All was well until I hit the road. Now it sounds like IÂ’m driving around with my door ajar. Do you know that whistling sound you get when the door isnÂ’t shut all the way or if you have, the window cracked open? That is what it sounds like, I rolled up and down the window a couple of times, and then I opened and shut the door a couple of times. Nope, it sounds open. So now, I have to take it back. IÂ’m having horrible flash backs to the van problems. How many times am I going to have to take my truck back to get it fixed? If it werenÂ’t for the fact it was warranty work IÂ’d take it elsewhere. The problem is that all the GM dealers in Rockford that would do it, are owned by the same company.

Oh, and to make matters worse, they lied to me about the problem. I have the invoice in front of me of what they did. They replaced, completely, the striker AND latch assembly. There is a “charge” for a special order. Since it is warranty work, that means either they are milking General Motors or they really did and pulled it from another vehicle and have to replace that one.

Tomorrow on my lunch, I have to take my truck back and let them work on it again. They had better prey on all that is good and holy in the world they fix it right tomorrow. If they donÂ’t, IÂ’m not sure what kind of unholy hell I will raise.

Posted by: Contagion at 07:08 PM | Comments (3) | Add Comment
Post contains 1766 words, total size 9 kb.